Supervisors can check the health of their call center in real time using the tabs in Command Center for Service. These tabs let supervisors see which work items are open, active, or need help, and who’s assigned to what. They also show other details such as open capacities and average wait times for customers.
Required Editions
| View supported editions. |
Administrators can configure which tabs are shown and in which order. They can also create custom Command Center for Service tabs that have their own components or dashboards.
Command Center for Service tabs are shown based on the type of routing that is set up in your org.
| Tab | Only queue-based routing | Both queue-based routing and skills-based routing | External routing |
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| Wallboard |
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| Service Reps | |||
| Queue Backlog |
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| In-Progress Work |
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| Skills Backlog |
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| Agentforce |
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| Reports |
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- Wallboard Tab
View a snapshot of how your service reps are keeping up with their contact center workload. The Wallboard tab shows key metrics for the service reps and work that you manage. The wallboard shows metrics for work items that are routed using queues or skills. If applicable, the metrics are based on the service reps, queues, and skills selected in the associated supervisor configuration. - Service Reps Tab
Keep up with your reps’ presence statuses, channels, assigned queues, and open capacity. You can even see how long your reps have been logged in and when they last accepted new work. - Queues Backlog Tab
Gauge your backlog with the Command Center for Service Queues Backlog tab. The Queues Backlog tab is shown if either queue-based routing or external routing for Omni-Channel is enabled in your org. - In-Progress Work Tab
Take a stroll through the work items that are making their way through your queues and onto your service reps’ screens, using the In-Progress Work tab in Command Center for Service. - Skills Backlog Tab
See pending work items for skills-based routing in the Command Center for Service Skills Backlog tab. The Skills Backlog tab is shown only if you have skills-based routing enabled in your org. - Agentforce Tab
Monitor active enhanced messaging conversations with Agentforce Service Agents. In this tab, you can view the conversations between them and your customers in real time. You can also identify which Service agent needs help by looking for raised flags. - Reports Tab
Quickly gain comprehensive insights into historical contact center and representative performance using the reports in Command Center for Service. Leverage this information to strategize, make data-driven decisions, and take immediate actions to enhance team efficiency, contact center operations, and customer satisfaction. For instance, use the reports to identify trends in case volume, and then optimize resource allocation to manage contact center costs.